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31. Troubleshooting Questions
    • When I dial following your instructions it does not work. What's wrong?

      This answer applies to SIM cards purchased before January 1, 2017.

      Some phones, such as Samsung, some Motorola, Android and Apple iPhones, require special dialing instructions or simple OneSimCard settings menu changes in order to make calls.

      It is possible to make almost any phone entirely compatible, so you can call directly without using the OneSimCard menu or *146* by following these simple programming instructions below.

      How to activate compatibility mode:

        1. Locate OneSimCard Menu.

       On iPhones it is called SIM Applications menu and is located under Settings- Phone menu

               On Androids it is called SIM Toolkit app or OneSimCard app and it looks like one of the apps.

         

      1. Open "OneSimCard" menu ( SIM Applications, SIM Toolkit, STK)
      2. Select "Settings
        Newer SIM Cards: Select Service Code option and follow instructions below:
        Older SIM Cards: After selecting Settings:
        1. Agree with message by pressing "Yes"
        2. Dial digits "1101" and select "OK" (Screen will show "CC OptionX: ON" message)

          Bear in mind that if you have powered your telephone down, and have removed and reinstalled the battery, you will need to follow the programming steps outlined above, again.

          If for any reason after entering compatibility code, you still do not get a ringback or you get the ringback the first time you make a call, but second time it would not work, please enter code 802 into the Service Code window instead of 1101 as provided above.

           

          iPhone users can download OneSimCard Assist App from iTunes that will takes care of the iphones compatibility issues, except for removing the ringback.


          For example, calling to USA: Dial *146*0016175551212# and press the TALK (or SEND) button

          * is a star character located on the keypad
          • To check your balance dial¬† *146*099# and press the TALK (or SEND) button
          • To add funds dial *146*098XXXX*ZZ# and press the TALK (or SEND) button,
            where XXXX - 4 last digit of your credit card on file, ZZ - Recharge amount
          • You need to press * on your phone in the above dialing sequences
          • Activation of voice mail *146*091# and press the TALK (or SEND) button
          • Deactivation of voice mail *146*090# and press the TALK (or SEND) button
          • Check number of messages in Voice Mail *146*094# and press the TALK (or SEND) button
          • To listen to voice mail *146*095# and press the TALK (or SEND) button

          The sequence *146* and # at the end can be used from any phone. However, most phones do not require it.

          We strongly recommend you to watch very short video tutorials that will help you to understand how to make calls, SMS and data on your OneSimCard Phone.


          These videos are available in the Help Menu of your OneSimCard Portal. You need to log in to your OneSimCard account first and then proceed to the Help Menu to be able to access these videos.
          Again, this troubleshooting advice might be needed only for older SIM cards.

           

           

      32. How To Use Questions
        • How can I contact customer support?

          There are a number of ways you can contact customer support.

          However, before you contact us, we strongly recommend that you review our FAQ/Help section, as well as the OneSimCard User Guide that was sent to you with the SIM card or the phone package. If you lost or forgot the User Guide, you can download it from the Help menu of your online account. Most of your potential questions have already have been answered on our FAQ pages.

          If you still need help, here are the options:
          1. There is online live chat at www.onesimcard.com available during normal business hours.
          2. You can submit your support request or questions at http://www.onesimcard.com/contact-support/
          3. You can call us 001-617-313-8888 during normal business hours. Keep in mind that when calling from your OneSimCard enabled phone this is not a free call. New! First 3 minutes are free when calling customer support from a OneSimCard enabled phone.
          4. You can call from your OneSimCard mobile phone by dialing 096 then pressing Talk/Send. This is not a free call. New! First 3 minutes are free when calling customer support from a OneSimCard enabled phone.
          5. You can submit your support request from your OneSimCard phone by sending a free SMS to 9111. We will review your question and will reply back with an SMS to your OneSimCard phone.

          Please try to be specific in your SMS messages. You do not have to include your OneSimCard number in your SMS request. Please list a brief summary of the problem and we will do our very best to provide you with assistance.
      33. How To Use Questions
        • Do I need to change any settings on my phone when going abroad?

          Not Really. If you are planning to use Mobile Data, you will need to enable Data Roaming on your phone. Everything else in modern phones get done automatically.
      34. How To Use Questions
        • Is there any way to remove the callback ring after I dial a number?

          The newly offered eSIM, OneSimCard Europe & More and Universal SIM cards do not use the callback to make an outgoing call in over 70 countries.

          Currently, the mobile application to remove the callback on other SIM cards is not available.

      35. How To Use Questions
        • How do I set up SMS text messaging on my phone?

          SMS messaging usually works without any additional setup of the phone.
          In rare cases when there are issues sending or receiving text messages, please look at the following:

          Problem with Sending SMS:

          • Incorrect SMSC number (SMS Service Center Address) in handset settings.

          SMSC number should be set as follows:

           

          1. For Standard  and Plus OneSimCard SIM: +3725099000 for all countries except:

          a. China:  +85290296747

           

          2. For the Expedition (former Data & Roam) SIM as well as for Europe & More SIM: +37256100041

           

          Special instructions for Apple Phones:

          With Apple iPhones to check SMSC:

          From the phone dialer Dial *#5005*7672# 

          You will see the SMSC set currently on the phone. 

          To change the SMSC on Iphone dial: 

          Plus and Standard SIMs: **5005*7672*+3725099000# for all countries except China and **5005*7672*+85290296747# if in China.

          Expedition (formerly Data & Roam) and Europe & More SIMs in any country: **5005*7672*+37256100041#


           

           

          If your phone requires the name of Message Center Name enter: SMSC
          SMS lifetime is short - must be at least 2 hours or set to Maximum settings.
          Try sending SMS from OneSimCard menu

           

           Problem with Receiving SMS:

          • Receiving Handset does not have enough free memory for incoming SMS.
          • Receiving Handset was turned off or out of the coverage area during SMS lifetime set on the sending phone - usually 2 hours.
          • Sender's SMS provider does not have an agreement with the receiving network.
      36. How To Use Questions
        • Can I use a OneSimCard phone to send an SMS message?

          Of course you can! Simply send and receive SMS texts according to your phone's user manual or from the OneSimCard Menu. Receiving SMS is always free. Sending an SMS (text message) is $0.15 - $1.50 depending on the country.

          SMS messages sent to a OneSimCard phone should always be sent to the main OneSimCard mobile number rather than to an optional Extra Number, with the exception of new SMS enabled numbers in USA, Canada and UK Mobile available since Jun 3rd, 2014. When replying from OneSimCard phone to the SMS received on USA or Canada SMS capable PEN using Europe & More sim or the Expedition SIM, the main number of the SIM that starts with 372 will be displayed on the text receiver phone. With the Universal SIM, you can select what caller ID will be shown on the SMS receiving party phone.

          You can also send SMS messages from OneSim VOIP app at much lower rates.


          You can also send a free SMS message to any OneSimCard customer from our web site or by sending email to 372XXXXXXXX@sms.onesimcard.com, where 372XXXXXXXX is the OneSimCard primary mobile phone number. The maximum number of daily SMS sent to the SIM over email or web is 25.

          Please bear in mind that message should be sent in English characters. In addition, it should not be longer than 160 characters including spaces.


          These 2 options of sending SMS by email provide completely free way of communicating, as it is usually free for you to send the email and costs nothing for the OneSimCard customer to receive a text message.

      37. How To Use Questions
        • How do I make a call using OneSimCard global cell phone service?

          To make a call:
          • Dial 00-CountryCode-AreaCode-Number and press the TALK/SEND button.
            Example: To call OneSimCard Support in the USA you would dial 00 1 617 3138888 and press TALK/SEND.
          With Europe & More SIM that does not use the callback to make a call, you will just get connected.

          With OneSimCard Plus SIM or Expedition (formerly Data & Roam) SIM:

          After pressing the TALK/SEND button you will see a variable message on the screen (for example 'Wait for call') which you can ignore and your phone will ring back in a few seconds. Answer this ring as you normally would answer any incoming call. Your call will then be connected.

          If you are unsure about how to properly dial an international number, follow this link for detailed country by country dialing instructions.
      38. Ordering Questions
        • Can I use OneSimCard service if my phone is locked?

          Yes. There are few options available if your phone is locked to the carrier that sold you the phone.

          • Try contacting the carrier to see if they unlock it for you.

           

          • You can purchase a travel phone bundle with the SIM at

                     http://www.onesimcard.com/international-cell-phones/

          • You can purchase a MI-FI device with OneSimCard ¬†SIM at¬†http://www.onesimcard.com/international-cell-phones/. The Mi-Fi device will provide your locked Android or iPhone with mobile data over Wi-Fi connection that you can use on your phone for Voice and Texts using SIM VOIP app, as well as data for web browsing, email, GPS navigation, etc.
      39. Ordering Questions
        • Is a micro-SIM or Nano-SIM version of OneSimCard available for the Apple iPhone 4/4S, 5/5C,5S, 6, 6S, 7, 8, X, iPads and other devices?

          We now offer SIM cards in universal sizes, where the SIM card contains all 3 sizes - Mini, Micro and Nano. Simply select the needed SIM version in the shopping cart.

           

      40. Ordering Questions
        • Can I transfer my phone numbers and balance from my standard OneSimCard SIM when I upgrade to a OneSimCard Plus SIM or other SIM card?

          • We can move your airtime balance from your standard SIM to the Plus, Europe, Universal or Expedition SIM or otherwise as a one time courtesy.¬†
          • We can move your Personal Extra Number from your Standard SIM to any other SIM card as a one-time courtesy.
          • We can transfer your primary +372 number from your Standard SIM to the Plus SIM if you ordered special replacement SIM here
          • We can transfer your primary +372 number from your Standard SIM, Plus SIM or World eSIM to eSIM if you ordered special replacement SIM here

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